SUMMARY
Mahoney’s is a family-owned and operated independent garden center with 7 retail locations in the Greater Boston Area and Cape Cod. For over 60 years, we have taken pride in offering the highest selection of quality plants, yard products, and gardening accessories – with outstanding customer service to match!
We employ customer-driven people that are dedicated to creating a refreshing and helpful shopping experience. For our employees, we offer a fun, fast-paced, and challenging workplace with the opportunity for growth. We are committed to maintaining a work environment that encourages trust, hard work, efficiency, self-motivation, initiative, continuous improvement, and teamwork. We provide an opportunity for personal and professional growth and a great employee discount, as well!
Objective
The Customer Service Lead will be responsible for training and implementing the policies and procedures related to customer service inquires across all communication channels including phones, email, social media, and the e-commerce platform. Oversight of the Customer Service team will be required to ensure customer inquires related to availability, order status, and product care are answered in a timely, accurate and professional manner. Communication with store level management and product specific subject matter experts is needed to ensure customer service inquiries are properly directed. Continual evaluation of the department will be needed to optimize labor needs, assess talent, research improved technology, and improve the policies and procedures related to the customer service experience. Additional communication with the E-commerce and Business Analytics team is required for the review of departmental data and the development of department KPIs. 
ESSENTIAL FUNCTIONS
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Implements and executes the policies and procedures focused on call and time management needed to facilitate a quality customer service experience
Maintain oversight of all customers inquires across different channels including phone, email, website, and social media for all store locations
Manage and support the Customer Service team in addressing customer inquiries related to availability, order confirmation and product care in a timely, accurate and professional manner
Provide training to customer service representatives on policies and procedures as well as the usage of software and equipment including the POS and E-commerce platforms 
Track, analyze and report on departmental data including inquiry volume and response times to establish performance benchmarks and metrics
Conduct continual departmental reviews to optimize labor needs, evaluate performance and assess software and technology capabilities 
Maintain communication with the E-commerce and Business Analytics teams to report all departmental data, metrics, and recommendations related to software and technology needs in a timely and accurate manner
Support the Customer Service department and E-commerce team in the development and execution of a live chat feature, communicating departmental needs and software capabilities 
Communicate with all store locations and the marketing team to ensure all store specific information related to operations, specialized sales and customer programs are updated and accurate
Acts as a liaison between the customer and store level management, directing product specific inquires to the correct subject matter experts as needed
Performs other related duties as assigned.
COMPETENCIES
Strong Written and Verbal Communication Skills 
Customer Focus
Attention to Detail/Ability to Learn 
Ability to maintain a productive working relationship with colleagues inside and outside of the organization
Conflict Management Skills
Strong Project Management Skills
Strong Work Ethic
PREFERRED EDUCATION AND EXPERIENCE
Associates degree in communications or business-related discipline and 5 years’ experience in a customer service role with 2 years in a progressive management role or call center managerial role required. Prior experience working in a retail setting required with prior experience working in the horticultural or garden center industry preferred. 1 years’ experience working with a POS software required, Counterpoint preferred. Demonstrated ability to support on-site and remote workers as well as conflict management skills required. Proficient in Microsoft Excel, Word, and Outlook.
WORK ENVIRONMENT
This job operates in a standard office environment. 
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.
This position requires frequent sitting, standing, walking, climbing, stooping, kneeling, crouching and / or crawling. While performing the duties of this job, the employee is regularly required to talk and hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
POSITION TYPE / EXPECTED HOURS OF WORK
Flexible hours. Days and hours of work vary by schedule and season. Must be available to work evenings, weekends, and holidays.
EEO STATEMENT
Mahoney’s provides equal employment opportunities to all employees and applicants for employment. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, pregnancy, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
**Our office uses job application software to track all of our job openings and resumes. If you don't hear from us after you apply online, please check the spam and junk folders in your email account. What we send out from our software is not always recognized as regular email.**